Head of Customer Success

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About the Role

We are seeking a highly motivated and experienced Head of Customer Success to lead our Customer Success team, ensuring our customers achieve maximum value from our products and services. The ideal candidate will have a deep understanding of customer success methodologies, a passion for fostering strong customer relationships, and proven experience in leading teams to achieve retention, growth, and customer satisfaction targets.

You Will

• Team Leadership & Development: Lead, mentor, and develop a high-performing Customer Success team. Foster a culture of continuous improvement and professional growth.

• Customer Strategy & Retention: Develop and implement strategies to maximize customer retention, satisfaction, and product adoption. Monitor key metrics such as Net Promoter Score (NPS), customer churn, and renewal rates.

• Customer Relationship Management: Cultivate strong, long-term relationships with key stakeholders at various customer organizations, understanding their goals and ensuring they achieve desired outcomes with our solutions.

• Process Optimization: Refine and optimize customer onboarding, training, and engagement processes to ensure a seamless and positive customer experience. Identify opportunities for efficiency and scalability.

• Collaboration Across Teams: Work closely with Sales, Product, and Marketing teams to ensure alignment in delivering value to customers. Advocate for the customer internally and relay feedback to influence product development and improvements.

• Renewals: Develop strategies for driving contract renewals. Partner with Sales and Account Management to achieve revenue goals while ensuring customer success.

• Data-Driven Insights: Track and analyze customer data, usage patterns, and feedback to identify trends and inform decision-making. Provide regular reports to the executive team on customer health and team key performance indicators (KPIs).

• Customer Advocacy: Serve as the voice of the customer within the company, ensuring customer needs and experiences are considered in strategic decisions. Build and manage customer advocacy programs and reference accounts.

• Escalation Management: Oversee the management of critical customer escalations, ensuring issues are resolved promptly and effectively while maintaining a strong relationship with the customer.

Preferred Skills

• 5-7+ years of experience in customer success, account management, or a related field, with at least 4 years in a leadership role.

• Proven experience in managing and scaling customer success teams in a fast-paced, SaaS or technology-driven environment.

• Strong understanding of customer success metrics and KPIs, with a data-driven mindset.

• Exceptional leadership and interpersonal skills, with the ability to inspire and motivate a team.

• Excellent communication and presentation skills, with the ability to build strong relationships with internal and external stak